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Remote Support Engineer (Assistant Manager)

3.00 to 4.00 Years   Gurugram   09 Sep, 2021
AXA XL
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryInsurance
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

*Job Responsibilities:

  • Troubleshoot VDI/VM issue
  • Work on Citrix Cloud, Xendesktop, Studio, Director (version 7.6 and above)
  • Working on ESXI Host 5.5/6.0/6.5 and Virtual appliance 6.0/6.5
  • Troubleshoot issues related MDM profile and email configuration (Intune/MaaS/AirWatch)
  • Co-ordinate with Level 3 and engineering team on escalated/problem tickets
  • Configuration of Citrix VDA on Win7/10 VDIs.
  • Working on Nutanix Prism Central for Cloud VM related issue
  • Checking Template issue for VM creation and upgrade too
  • Troubleshoot RSA/MFA for login issues
What you ll be doing
  • Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement.
  • Act as a point of contact for colleague issues through phone, chat, email and portal, providing exceptional service in all colleague interactions.
  • Provide first line IT support for all XL Catlin colleagues across a range of technologies, including desktop applications, printing/scanning, telephony, mobile devices, audio and video conferencing, business applications, etc.
  • Perform assessment, triage, research and resolution of basic incidents and requests.
  • Engage other Service Desk resources or appropriate second- and third-level service resources to resolve incidents beyond scope of ability or responsibility.
  • Ensure incidents and requests are accurately logged, assigned, tracked and responded to in a timely manner, in line with agreed SLA s; provision of timely communications and maintenance of ownership until closure.
  • Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress in a timely manner.
  • Communicate with the Colleague Care team where necessary to ensure that escalated issues have proper attention and visibility.
  • Create a positive colleague support experience and build strong colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude.
  • Identify service improvement opportunities to key service management stakeholders.
  • Work with Incident and Problem management teams on individual proactive and reactive issues as necessary.
  • Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact.
  • Mentor junior analysts and assist in training of new analysts.
  • Manage content in the Knowledge Management system.
, *Key Skills & Experience:
  • Strong internal control and validating testing skills is a MUST.
  • Strong problem solving, and analytical skills including the ability to conceptualize and break down complex issues into actionable tasks
  • Ability to think in a logical manner and document data in a clear and concise manner for compliance work papers.
  • Excellent verbal and written communications skills in English, particularly about internal control findings good team player, able to work across multiple markets and stakeholders with high standards of integrity, professionalism and commitment to deadlines
  • Ability to work in a fast-paced environment and engage with diverse audience

Keyskills :
active directoryantivirustroubleshootingmicrosoft outlookoperating systemsit supportservice deskmobile devicesvideo conferencingservice improvementknowledge managementbusiness applications

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